WO2003036431A3 - Help center applications - Google Patents

Help center applications Download PDF

Info

Publication number
WO2003036431A3
WO2003036431A3 PCT/US2002/034131 US0234131W WO03036431A3 WO 2003036431 A3 WO2003036431 A3 WO 2003036431A3 US 0234131 W US0234131 W US 0234131W WO 03036431 A3 WO03036431 A3 WO 03036431A3
Authority
WO
WIPO (PCT)
Prior art keywords
user
help
help center
center feature
computer system
Prior art date
Application number
PCT/US2002/034131
Other languages
French (fr)
Other versions
WO2003036431A2 (en
Inventor
James R Moran
Gail Haddock
Greg W Smith
Todd Brannam
Benjamin D Brown
Original Assignee
America Online Inc
James R Moran
Gail Haddock
Greg W Smith
Todd Brannam
Benjamin D Brown
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US10/134,674 external-priority patent/US7350146B2/en
Priority claimed from US10/134,678 external-priority patent/US7290247B2/en
Priority claimed from US10/134,680 external-priority patent/US7742999B2/en
Application filed by America Online Inc, James R Moran, Gail Haddock, Greg W Smith, Todd Brannam, Benjamin D Brown filed Critical America Online Inc
Priority to AU2002363072A priority Critical patent/AU2002363072A1/en
Publication of WO2003036431A2 publication Critical patent/WO2003036431A2/en
Publication of WO2003036431A3 publication Critical patent/WO2003036431A3/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising

Abstract

Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component (410, 430) in the user's computer system and that is supplied to the help center feature by the component manufacturer (420). Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user o degraded performance (470) and offers the user a solution (450). Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location (440).
PCT/US2002/034131 2001-10-25 2002-10-25 Help center applications WO2003036431A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2002363072A AU2002363072A1 (en) 2001-10-25 2002-10-25 Help center applications

Applications Claiming Priority (8)

Application Number Priority Date Filing Date Title
US33059001P 2001-10-25 2001-10-25
US60/330,590 2001-10-25
US10/134,674 2002-04-30
US10/134,674 US7350146B2 (en) 2001-10-25 2002-04-30 Help center and condition-based applications
US10/134,678 US7290247B2 (en) 2001-10-25 2002-04-30 Help center and filtering applications
US10/134,680 US7742999B2 (en) 2001-10-25 2002-04-30 Help center and print center applications
US10/134,678 2002-04-30
US10/134,680 2002-04-30

Publications (2)

Publication Number Publication Date
WO2003036431A2 WO2003036431A2 (en) 2003-05-01
WO2003036431A3 true WO2003036431A3 (en) 2009-06-11

Family

ID=27495116

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2002/034131 WO2003036431A2 (en) 2001-10-25 2002-10-25 Help center applications

Country Status (2)

Country Link
AU (1) AU2002363072A1 (en)
WO (1) WO2003036431A2 (en)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN100351786C (en) * 2004-03-17 2007-11-28 联想(北京)有限公司 Computer help system and implementing method thereof

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4714992A (en) * 1985-11-26 1987-12-22 International Business Machines Corporation Communication for version management in a distributed information service
US5678002A (en) * 1995-07-18 1997-10-14 Microsoft Corporation System and method for providing automated customer support
US6434532B2 (en) * 1998-03-12 2002-08-13 Aladdin Knowledge Systems, Ltd. Interactive customer support for computer programs using network connection of user machine
US6457076B1 (en) * 1996-06-07 2002-09-24 Networks Associates Technology, Inc. System and method for modifying software residing on a client computer that has access to a network
US6477531B1 (en) * 1998-12-18 2002-11-05 Motive Communications, Inc. Technical support chain automation with guided self-help capability using active content

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4714992A (en) * 1985-11-26 1987-12-22 International Business Machines Corporation Communication for version management in a distributed information service
US5678002A (en) * 1995-07-18 1997-10-14 Microsoft Corporation System and method for providing automated customer support
US6457076B1 (en) * 1996-06-07 2002-09-24 Networks Associates Technology, Inc. System and method for modifying software residing on a client computer that has access to a network
US6434532B2 (en) * 1998-03-12 2002-08-13 Aladdin Knowledge Systems, Ltd. Interactive customer support for computer programs using network connection of user machine
US6477531B1 (en) * 1998-12-18 2002-11-05 Motive Communications, Inc. Technical support chain automation with guided self-help capability using active content

Also Published As

Publication number Publication date
AU2002363072A8 (en) 2009-07-30
AU2002363072A1 (en) 2003-05-06
WO2003036431A2 (en) 2003-05-01

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